The most recent content from our members.
Please create a report to see which technicians (Service Desk Agents) are available the most per day/week/month. This is for round robin ticket assignment. I would like to see how often techs are available or not available in Service Desk.
For some teams, adding a more customized availability toggle for users would be helpful, especially if there's a way to set timezone availability. Currently, there's a toggle switch that toggles when you're available or not available. This will determine whether or not you will be round robin'd a ticket. However, if users…
The majority of customers are using the Round Robin Queue. However, there are occasions when users are away from the office but forget to deactivate their availability. As a result, tickets continue to be automatically assigned to them. Allowing an option to disable user availability would prevent tickets from being…
Hell SW Team We have been using the Queue function for a couple of months now ad the issue we are facing is that . Let's say X had 10 tickets and Y has only 2. In theory, it should assign the new ticket to one who has fewer tickets but round robin is adding tickets based on queue and it is not considering the pending…
Having a different ticket assigning system to the round robin system would be beneficial. In a system where one member is more involved than the other, for example in a 2 member queue one member could be assigned 2/3 of all tickets where as the other only getting 1/3. The only current way of doing this is to turn off round…
We started to use the round robin feature for assigning tickets. This is a great feature however, the agents have to remember to take themselves out of queue when they leave. If they do not, tickets continue to be assigned to them. This can occur when an agent goes to lunch or leaves for the day. There is currently no way…
Hi, We've WHD up and running for the past month and it's now beginning to generate a certain degree of disgruntlement among our Level 1 group. Our team are on a telephone hunt-group along with a receptionist. Ordinarily, the receptionist would log calls to the Level 1 pool within WHD and the call would be assigned by…
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